FAQs

Frequently Asked Questions

Shopping at Leons.ca

How does Leon’s online work?
As one of Canada’s leading retailers, Leon’s is pleased to bring you the best in online shopping. Browse our tremendous selection of merchandise and use our interactive tools to find everything for your home. Ready to order? Your items are in-stock, nearby, and can be delivered quickly and inexpensively. Select your delivery date, place your order online and you’ll soon receive your merchandise from one of our local stores that knows home delivery and will always be there to help. There is also free in-store pick-up available.

Where can I see your products in a store?
With 80 locations, it’s likely there’s a Leon’s store near you. To see our products in a local Leon’s store, enter your postal code and we’ll direct you to the nearest Leon’s location. Interested in seeing a particular item? On that item’s Product Details Page, you can see at what store the item can be picked up. Please call that store before heading out however, to get more up-to-the-minute availability information. You can use the Store Locator to find any store’s phone number.
I saw an item in one of your stores, but I can’t find it on your site. How can I buy it?
Try finding it on our site by typing information about the item into the search box at the top right hand side of each Leon’s website page. The best results will be with the SKU number of the item you are looking for.

What about delivery?
Shopping online with Leon’s gives you the same experience as if you had shopped in person at one of our showrooms. We provide you with the same delivery service, and we’re close by should you need help. We think it’s the best of both worlds – the convenience of online shopping plus the efficient local service of your nearby Leon’s store. We also offer free local delivery on orders over $498 – see here for details.

Why do you need my postal code?
We won’t sell to you until we’re sure we have a store in your area that can ensure smooth delivery of your order. We use your postal code to:

Let you know immediately if we have a store that delivers to your area

Tailor our selection to make sure you see only items that can be delivered to you

Offer you special pricing that may only be available in some areas

Help you find a local store in case you want to see an item in person.

How do I know that the colour I see on screen is accurate?
Every computer monitor displays colours slightly differently. To ensure you’re seeing the colour of our products as they truly are, take the Leon’s M&M test. If the colours of the candies you see on screen don’t look the same as they do in real life, try adjusting your monitor’s brightness and contrast. Or refer to your computer user manual for instructions on how to adjust colour settings.

Can I order by phone?
Yes, we accept phone orders. If you know the SKU number of the item you wish to purchase, we gladly accept a small deposit ($50 by major credit card) over the phone to reserve your item. Just call the Leon’s store nearest you.

Are online items and offers available in all store locations?
Most items and offers are available in our store locations with the exception of our franchise locations, who may not carry all items or participate in all promotions offered on our website. Please contact the store location nearest to you for more details.

Registration and Privacy

How do I become a Leon’s Preferred Customer?
All you have to do is register and create your personal Leon’s Account. The process takes only a moment and you’re done! The benefits are substantial:

See real-time availability and delivery dates

Track and change your order online

Message our customer service team

Receive notice of sale events and exclusive web-only offers if you so choose by checking the box to sign-up

Please note this registration account is separate from one you might have set up at Furniture.com.
How do I change my personal information?Log in to your Leon’s Account to change your street or email address, phone number, password or payment options.

From your Account, you can also send and receive messages and track and update your Leon’s orders.

I see you updated your website. Do I need to create a new account?
If you registered with Leons.ca after 2006, you can use the same email address and password to log in to your account on our new website. There is one exception: if you registered on our French site prior to March 2008, you will need to create a new Leons.ca account.

What if I forget my password?
Go to the Login area of our website and click “Lost Your Password.” Enter your email address and we’ll send your Leon’s password.

Do you share my information with anyone?
We will not share your personal information with anyone, except as is required to fulfill your order. See details here about Leon’s Privacy Policy.

Why is ordering online safe?
At Leon’s, our customers are our number one priority. That’s why we go to such great lengths to guarantee the security of all credit card transactions. We use the best technology available to encrypt (scramble in code) all personal data you share with us, including your credit card and telephone numbers, name and address. See details here to learn more about Leon’s Security Policies.

Delivery and Pick-Ups

How will my order be delivered?
Leon’s delivers thousands of orders a day, quickly and efficiently. And with our state-of-the-art online tracking system, we keep you in the driver’s seat. You choose your delivery date during the purchase process and can track your order online.

Here’s how it works:

Complete your order on the Leon’s website.

Your order is then submitted for fulfillment.

When we accept your order, we will charge your credit card and provide you with:
a. your Delivery Document Number – this is the reference number we will use for your delivery
b. contact information for the service representatives that can answer questions about your delivery.

After your order is accepted, you can track your order on our website by clicking “Order History” in your Leon’s Account.

Throughout the process, you’ll be taking advantage of some of the most advanced delivery systems in the industry. And, you will always have a local contact that can help you with any questions before or after your delivery.

When will my order be delivered?
Because Leon’s has an extensive network of stores, your merchandise will be delivered fast – in days, not months, in most cases. Plus, we let you choose the delivery date before you check out so there’s never a question as to when you’ll receive your merchandise. Availability is available on the Product Details Page of each product. And when you click “Start Checkout” from your Shopping Cart, we check the inventory at a store near you, and check the times that delivery teams will be in your neighbourhood. On the first page of the order process, we’ll show you the earliest date your merchandise is available. On the second page of the checkout process called “Delivery”, once you’ve entered your exact address, we let you select a delivery date that is convenient for you. At Leon’s, we want you to know exactly when you can get your merchandise, and let you choose a convenient day to receive it. You are also able to pick up any item for free in a local store. Sounds simple, but we’re the only furniture website that offers this level of visibility and flexibility.

How much does delivery cost?
If you live within the local delivery area of one of our stores, delivery is included on most orders with a total value of $498 or more (before taxes). For most orders less than $498 within the local delivery area, there is a $50 delivery fee (please note this charge is subject to both GST and PST, where applicable). Outside the local delivery area, actual delivery charges vary depending on where you live. The cost of your delivery, if any, will be displayed on Step 2 of our Order Process after you click “Start Checkout” from your Shopping Cart.

OK, I understand I’ll get the details when I check out, but can you give me a hint about delivery time?
Our average delivery time is currently 7 days. The specifics for your order can be seen by clicking “Start Checkout” from your Shopping Cart.

Can I pick up my merchandise?
Yes – when you place an order on our website, in most cases you can pick up your items at a Superstore near you for free. You’ll be able to schedule a free pick-up date at your convenience. The Product Details Page of each product will tell you where and when items can be picked up at first glance.

Here’s how to place an order for free pick-up:

Click “Start Checkout” from your Leon’s Shopping Cart.

On Step 2 of our order process called “Delivery”, you will see the option to pick up your merchandise with “Choose your pick-up date.”

Choose the store from which you’d like to pick up your merchandise.

Choose the date from the calendar of when you’d like to pick up your merchandise.

Confirm the information of the person picking up the order.

Pay for your order in Step 3.

Review and place your order in Step 4. We’ll send you an email confirmation of your order.

On the back end, we alert the warehouse to expect a pick-up on the date you have selected.

Additionally, you will receive an email confirmation called a processing email with details on where and when you can pick up your order.

To pick up your merchandise, bring a printed copy of your two confirmation emails, a picture ID and the credit card used to place your order to the warehouse on your pick-up date. An imprint of the credit card and cardholder’s signature on the imprinted slip is required. PLEASE NOTE: You will not be allowed to pick up your items if you do not bring your picture ID, credit card used to place the order and confirmation emails. Orders can only be picked up at certain Leon’s stores. Items picked up will be in their original packaging. Any assembly required for these items is the responsibility of the customer.

You said you deliver in days, but when I checkout, I receive a delivery date further out than I expect – what happened?
There are cases where demand for a particular collection is higher than we had anticipated. In these cases, we show you a delivery date that includes the time it will take for us to restock and deliver to you. In most cases, once an item has been restocked, delivery dates become significantly shorter again. If you have questions, you can email us at management@leonsptbo.com with your order number, or click the “Chat Now” link to live chat with Leon’s Customer Care department during the week.

Why does a strange date show as my expected delivery date?
This is a default date given for all out of stock orders. Once stock arrives for your order, you will be contacted to schedule a more accurate date with your delivery store.

How can I see the status of my order?
To view the status of your order, simply login to your Leon’s Account in the “Order History” section and select the order you want to review or change.

What’s a Delivery Document?
As soon as you place your order at Leon’s, we create an online form that begins tracking the status of your order. This form is called a Delivery Document, and represents the items that will be delivered to you on your promised delivery date. If you have multiple Delivery Documents for your order, you may receive separate delivery or pick-up dates for your merchandise, although Leon’s will do everything possible to consolidate orders so everything arrives at the same time. Any splitting of orders into separate Delivery Documents is shown and explained in detail during the checkout process.

Can I change my delivery date?
Yes, the delivery date of your order can be changed online — up until 48 hours before your delivery date. To change the date of delivery, simply login to your Leon’s Account and click on the Delivery Document you want to change in “Order History”.

Will my furniture be assembled for me?
We will uncrate or unpack your new furniture purchase (with the exception of ready to assemble products) and we will set it in place.

Do you install appliances and electronics?For delivery of appliances, including refrigerators, freezers, washers, dryers, dishwashers and ranges, we will uncrate and move your new purchase into place, but for insurance reasons our drivers cannot connect it to electrical, plumbing or gas outlets. For installation services, contact the customer service department of the Leon’s store nearest you and request installation services for an additional fee. All built-in appliances, such as wall ovens and microwaves, will be left in cartons unless otherwise requested.
All electronic items will be left in their original packaging, as they may require professional installation. We cannot hook up a TV to any other equipment. A restocking fee may apply if uncrated televisions do not fit through doorways or into basements. Please measure the unit and your premises prior to delivery.

I received an email notifying me the status of my order has changed. Where can I see my order’s new status?
All you have to do is login to your Leon’s Account and select your Delivery Document in “Order History” for an updated status.

Can I cancel my order?
Once you place your order, you will receive the contact information of service representatives that will help you with your order.
If you have NOT received your merchandise, you may cancel all or part of your order within 48 hours of placing your order without a charge or fee by contacting us.

What is your return policy?
All sales are final. However if you discover concealed damage you have 72 hours to report it. Just call the customer service department of the Leon’s store nearest you.

What if my merchandise arrives damaged?
If any damage is found when opening your furniture or appliance order, simply call our customer service department of the Leon’s store nearest you within 3 days of receipt. Furniture and appliances will be repaired free of charge by Leon’s or our agent. If the item cannot be repaired you will be offered an exact replacement at no extra charge. A reselection will be offered if no replacement is available.
All electronic sales are covered under the manufacturer warranty. A card detailing this warranty is packed with each article and is honoured by any of the manufacturer’s approved service depots. Items cannot be exchanged without authorization from the manufacturer. If picked up the item must be returned by you. Our trucks will exchange delivered items only.

Does Leon’s offer a warranty on its merchandise?
All merchandise purchased at Leon’s (excluding markdown and “As Is” sales) are covered by the manufacturer’s warranty. If a problem should arise, just call the customer service department of the Leon’s store nearest you. We promise we will do whatever we can to make you happy.

Can you deliver outside Canada?
Sorry, we cannot deliver outside Canada at this time.

Pricing and Payments

Please note, all prices on this website are in Canadian dollars.

Are the prices in my Shopping Cart guaranteed?
Leon’s makes every attempt to maintain the lowest prices on the items we offer, but price changes do occur, sometimes overnight. As a result, prices on items stored in your Shopping Cart are subject to change until you have actually placed your order.
Please note, we reserve the right not to accept your order in the case of a pricing error or other technical issue. In the rare instance that your order is not accepted, you will be notified immediately and your order will be cancelled and refunded.
Please also note that promotions on Leon’s expire at midnight Eastern Time on the date indicated on Product Pages and Shopping Carts.

What types of payments do you accept?
Leon’s accepts Visa (credit and debit), MasterCard, and American Express as types of online payment. We also accept Leon’s Visa Desjardins cards for financing, in certain areas (Outside Quebec). Unfortunately we cannot accept Leon’s Citi cards, cheques or other means of payments at this time.
Because we are not able to validate card addresses and security codes, we also cannot accept credit cards issued outside the United States and Canada at this time.

Do you sell Gift Cards?
Yes we do have gift cards available for sale in our store locations. Cards may be purchased in any denomination and may be used at any of our Leon’s store locations across Canada. Unfortunately we cannot accept Leon’s gift cards as payment online at this time.

I have a Leon’s gift certificate – can I redeem it online?
Currently we cannot accept Leon’s gift certificates as payment online.

Do you charge my credit card at the time I place my order?
We will authorize your card when you complete your order, which includes confirming your account number and your available balance with your credit card company. Your card is not charged at this time. We will charge your credit card when your order is processed and accepted. Payment requirements are explained fully during the checkout process.

Do you accept COD orders?
We cannot accept COD orders. All orders must be paid in full prior to delivery.

Protection Plans

Do you offer protection for the products you sell?
Yes, we offer protection plans for upholstered and leather furniture, mattresses, and extended warranties for appliances and electronics.

How can I protect the merchandise I purchase?
When you click “Start Checkout” from your Leon’s Shopping Cart, you’ll arrive at the first step of our easy-to-use order process called “Warranty”. If you have items in your order that can be protected, you’ll see additional information and pricing.
Where can I see more details about these protection programs?
Click below for details of our protection plans:

Finding Help

What if I have questions about a product?
One of the benefits of Leon’s is that there’s always someone nearby to answer any questions you may have. If you’re looking at an item and have questions, you can use the Store Locator and you’ll see the phone numbers of local stores waiting to answer your call. Prefer not to pick up the phone? You can email management@leonsptbo.com with your inquiry – be sure to include the SKU number or link to the product page about which you have a question. You may also chat with Leon’s Customer Care department during the week by clicking “Chat Now” at the top of the website.

What if I have questions about my order?
As soon as your order is placed at Leon’s, local service representatives are available to help with your order. We will send you the phone number for the customer support department as soon as your order is processed. And don’t forget, an easy-to-access order status is always available online.

Financing

What do I need to qualify for your finance plans?
You must have a Leon’s Visa Desjardins card in order to qualify for our finance plans.

How do I apply for a Leon’s Visa Desjardins card?
You may apply for a Leon’s Visa Desjardins card in one of our store locations or online. In store is a much quicker process as you may purchase and apply at the same time. If you apply online, you must wait for your Leon’s Visa Desjardins card to be sent in the mail before you can purchase.

What do I need to qualify for a Visa Desjardins card?
All applications are submitted to Visa Desjardins for approval. You must provide Canadian issued Identification, Address, Employment and Income information. Valid ID includes driver’s licence, passport, birth certificate, permanent resident card, landing card, certificate of indian status.

How do I know if I am approved?
If you apply in store, you may be approved immediately. If not, you will be contacted once the application is approved. If you apply online, you will receive an email within 48 hours. You may also contact 1-800-343-3539 with the online confirmation number with any inquiries.

What finance plans does Leon’s offer and are there any fees?
We offer flexible finance plans in store and online. In stores our everyday plans/fees include:

18 Months – $89.95

12 Months – $69.95

12 Equal Months – $25.00

6 Months – No Fee

Online we offer the same plans as in store with the exception of 6 months.

Where can I make a payment to my Visa Desjardins account?
You may pay at any banking institution. You may also pay in most Leon’s store locations by cash or debit card. You must have your Visa Desjardins statement when making a payment in a Leon’s store. If you wish to pay by cheque, please send the cheque by mail directly to Visa Desjardins, using the statement payment stub and envelope included in your invoice from Visa Desjardins.

Can I finance my online order?
Yes, however you must have a Leon’s Visa Desjardins card in your possession.

For online orders, 15% of your order total will be charged at the time of purchase.

The remaining 85% of your order will be financed based on the finance plan you selected.

The Ship To information for your order MUST match the Bill To information on file for your Leon’s Card at Visa Desjardins.

The Cardholder MUST be present at delivery to present your Leon’s Visa Desjardins Card and to sign your receipt.

Both the Cardholder and the Leon’s Visa Desjardins Card must be present if picking up merchandise from our store. Authorization is required at that time in order for merchandise to be released.

Accessibility

How do I obtain information about accessibility at Leon’s?
Leon’s is committed to providing the best possible service to all of our valued customers, including customers with disabilities. If you require special accessibility accommodation please speak directly with a manager at your nearest Leon’s location, or email your request to customercare@leons.ca. Someone will respond to you within 72 business hours. We will do everything reasonable to meet and exceed your expectations and make your experience with Leon’s Furniture as positive and comfortable as possible.